Control who can see confidential cases by defining visibility rules directly on the case object with the Policy Engine. When a policy is deployed, access to a confidential case is limited to the person who logs it, members of any queue the case is assigned to, users added to the case team, and users who have the HR Case Investigator custom permission. Previously, filing a confidential case required the public complaint case junction entity; now you work with the case object alone.
Where: This change applies to Lightning Experience in Unlimited, Performance, and Enterprise editions with HR Service. Confidential case creation is supported in Employee Service Aura sites and in Unified Portal (LWR) sites.
Who: Users see a confidential case only if they log the case, belong to a queue the case is assigned to, are added to the case team, or have the HR Case Investigator custom permission. Admins deploying a policy need permissions to create custom fields and to edit case record layouts.
How: To deploy a policy, an admin creates a custom field, adds the field to the case record layout, and then deploys the policy from the card on the Employee User Settings page in Setup. The custom permission is deployed automatically with the policy. To route confidential cases, the admin also configures a confidential queue and sets up case assignment rules based on the custom field. For an Employee Service Aura site, adding the field to the record layout makes the confidential case control appear automatically. For a Unified Portal site, add the custom field to the flow so that the checkbox to lock a confidential case appears. Policies are switched off by default until an admin turns them on.